Customer Service Agent

Job description

Rank Interactive, the digital arm of The Rank Group, stands as a leading global digital gaming company fuelled by top-tier talent and technology. Recognised through iconic brands, our products and our people, we bring entertainment to millions of people worldwide on various devices daily. Operating with a multi-branded strategy, we offer online entertainment, bingo and slot gaming, along with a social gaming mobile experience, using a mix of proprietary and licensed software. With offices in the UK, Gibraltar, Mauritius and South Africa while being part of a Rank Group with approximately 8,000 employees globally; we unite people and entertainment across diverse digital channels. Joining our high-performing and inclusive culture, you'll instantly become part of a team supporting our customer-facing initiatives. Rank Interactive is a Digital Business with an Entrepreneurial spirit! Are you ready to embark on an exciting journey as one of our Customer Service Agent? We are seeking passionate and enthusiastic individuals to join our dynamic team as the first point of contact for our valued customers. If you thrive in a fast-paced environment, love helping others, and are committed to providing exceptional service, then this is the perfect opportunity for you! Main Accountabilities & Responsibilities: Work: As a Customer Service Agent, you will be at the forefront of our customer interactions, resolving our players’ concerns and coaching them to derive the best value from our products. • Resolve customer queries by telephone, email or chat with a positive and service-oriented attitude • Identify customers’ needs and offering effective solutions by applying solid problem-solving techniques • Ensure responses are delivered to customers within agreed timescales • Manage and control interactions so that service is delivered within targeted handling times • Adapt and personalize every interaction to drive customer satisfaction (CSAT) scores to target • Keep clear records of customer interactions for audit and compliance purposes • Coach customers to self-serve with the aim to enhance customer experience and value • Actively engage players with new deals, offers or games to drive brand loyalty • Maintain a positive, empathetic, and professional attitude toward customers at all times • De-escalate difficult situations involving unhappy customers by offering patient assistance and support • Protect vulnerable customers from gambling related harm by enforcing safe gambling protocols • Identify behavioural red flags by leading safer gambling conversations with players • Promptly escalate incidents internally where necessary to ensure resolutions are reached promptly Win: Win as part of our dynamic customer team to deliver our best possible service level to the Customer • Work as part of our dynamic customer team to deliver our best possible service level to the customer • You’ll thrive in this role if you put the customer at the heart of everything you do • Exceed customer expectations and drive customer satisfaction • Achieve Key Performance Indicators (KPIs) related to customer service • Identify opportunities to improve our customer service processes • Collaborate with other departments to enhance the customer experience and resolve issues Grow: Use your valuable experience in customer services to start a career with the Rank Group • Develop your customer service skills and knowledge • Gain valuable experience in an exciting and fast paced environment • Become an expert in our Products and Services • Contribute to the growth and development of the customer service team What’s needed for success – Experience & Qualifications: • Excellent English written and oral communication skills is a must • Previous experience in a customer service orientated role would be a definite advantage • Customer focus and able to deliver practical solutions • Comfortable to deal with inbound and outbound customer queries • Active listening and problem-solving skills • Proven team player with the ability to be self-motivated and work on own initiative • Highly organised and structured • Flexible and can respond to changing environments. • Ability to learn new skills and retain information effectively • Ability to multitask with attention to detail and the ability to prioritise • Good mastery of Microsoft Office tools • SC / HSC / Diploma or relevant customer service experience • General knowledge of Sports, Bingo and Slot games will be advantage Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself You’ll get a competitive salary combined with some great benefits. Wellbeing@Rank is important... From hybrid & flexible working hours and colleague support networks to menopause support and weekly PepTalks, we’re here for you. We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you WORK, WIN and GROW with us. Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe. From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered. *Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location. We are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates. If you need any adjustments as part of your application or interview, please let us know. #Interactive